Pret A Manger: Employee Gold Card
Transforming the employee benefits experience by replacing physical loyalty cards with a seamless, high-performance digital wallet and QR redemption system for iOS and Android.
Who & How
Role: Lead Product Designer (End-to-End)
Duration: 6 Months
Tools: Figma, Jira
Team: 2 Designers, Product Manager, Engineering
The Challenge & Research
The Problem: Pret employees relied on physical Gold Cards that were easily lost or forgotten. The goal was to eliminate the cost of physical production and increase benefit engagement through a digital-first solution.
The Insight: I conducted "undercover" field research in-store to observe how employees actually used their cards during busy shifts. I identified that "speed to scan" was the #1 priority to avoid holding up the queue for paying customers.
The Solution & Iteration
The Execution: I designed the full journey from login to QR code generation. I focused on a "two-tap" access rule—ensuring the digital card could be reached and scanned in seconds.
Key Feature: Developed a persistent, high-contrast QR code module designed to scan reliably under varying light conditions (bright shop windows vs. dim service areas) across both iOS and Android platforms.
Leadership & Impact
The Strategy: I presented strategic design frameworks to C-suite stakeholders to secure buy-in for a digital-only rollout. I balanced the technical constraints of the existing app with the need for a fresh, "premium" feel for the Gold Card status.
The Outcome: Successfully phased out physical card production, resulting in significant cost savings and a measurable increase in employee engagement with company benefits.
